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Walk-Through Audit

The document contains a list of questions directed at management, employees, and customers regarding the establishment's operations, customer service, staff training, and customer feedback. It seeks to understand the establishment's history, goals, strategies for attracting customers, and the challenges faced in providing quality service. Additionally, it aims to gather insights on employee satisfaction and suggestions for improvement from customers.

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amogrovelyn2001
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17 views2 pages

Walk-Through Audit

The document contains a list of questions directed at management, employees, and customers regarding the establishment's operations, customer service, staff training, and customer feedback. It seeks to understand the establishment's history, goals, strategies for attracting customers, and the challenges faced in providing quality service. Additionally, it aims to gather insights on employee satisfaction and suggestions for improvement from customers.

Uploaded by

amogrovelyn2001
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Questions for the management

• When was this establishment established?

• What is the first reaction or impressions of the customers about the establishment?

• What products/services do the establishment offer?

• What are the goals of the establishment?

• What are the different strategies that you used in attracting customers?

• Did you implement different strategies in customer service? If yes, what are those?

• Did your customer service develop or improve throughout the years? If yes, what are some examples
of those improvements?

• What are the different techniques that the establishment used in satisfying the customer?

• What are the problems that the staff encountered while serving the customers?

• What is the biggest hindrance in giving quality service and products to the customers?

• Did you receive any complaints from the customers about the product or service of the establishment?
If yes, what are those complaints and how do you handle them?

• What is the most common complaint that you received from your customers?

• What techniques does the establishment utilized in communicating with the customer?

• What are the feedbacks of the customers to the establishment?

• How did you choose the different staffs that work in the establishment?

• What are the requirements in choosing the staff?

• Did you provide training/ seminars to your staff on how to deal with customers? If yes, what are
those?

•What are the benefits that the staff might get when they attend training/seminars?

• Are the staff acquainted with the rules and policies of the establishment? How about the goals,
visions, and missions?

• How do you motivate staffs in doing their best in giving quality customer service?

• Are you conducting a meeting with the whole staff in coordination with all the operations and
problems that happen in the establishment? If yes, how often?

• How did you monitor the performance of the staff?

• What is your advantage against your competitor?


• As a manager, how are you going to make sure that the customers are comfortable and safe while
under the premises of the establishment?

Employee
• Okay ra ba ang pamamalakad sa top management?
• What area of work ang gusto nimo maimprove? Nganong kana man ang imong napili?

Customer
• Satisfied ba mo sa mga product sa NOVO?

• Okay ra ba ang service sa mga staffs? Approachable ra ba sila?

• Unsa'y inyong feedback sa NOVO? ( both positive and negative)

• Unsa'y inyong maikasuggest para maimprove ang ilang customer service?

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